Advice and solutions for Kaspersky Endpoint Security Cloud

The materials provided on the Advice and Solutions (Forum Knowledgebase) part of the Forum result from the work of the Kaspersky Customer Support team and Forum community members. They are shared here for ease of use of Kaspersky products, deploying and configuring them. Please remember that using commands or recommendations from the articles without a clear understanding of their purpose may result in errors or system inoperability. Please note that some materials presented are not official, so technical support may decline to support a specific unsupported configuration in some instances. Please also ensure to use the official documentation, found in this link…

Advice and Solutions (Forum Knowledgebase) Disclaimer. Read before using materials. Problem When you install Kaspersky Security for Mobile on Android from Kaspersky Endpoint Security Cloud using the link sent via Send instructions, an error "Installation package not found" may appear. This happens when the Operating System installed on the device is not recognized. Solution Remove KESM from the affected device. Open KES Cloud & browse to Users. Find the User with the device that cannot synchronize with KES Cloud. Send instructions to this User. User will get an email with new link. Download KESM via link from KE…

Advice and Solutions (Forum Knowledgebase) Disclaimer. Read before using materials. When submitting a technical support request regarding Kaspersky Endpoint Security Cloud (KES Cloud), it should always contain the following details: Information about workspace that is shown in the Support section Name of the current user Here is how to get these details. 1. Authorize at https://cloud.kaspersky.com/ 2. Enter your KES Cloud workspace 3. Click Support at left pane 3. Copy text from the section Information for contacting Kaspersky Technical Support and paste it to your ticket 4. Additionally, copy the name of the current…

Advice and Solutions (Forum Knowledgebase) Disclaimer. Read before using materials. Here we try to describe the proper scenario of device deletion. First of all, you need to put device into Marked for deletion list. After it, if device still syncing with KES Cloud, applications will be uninstalled automatically and device will be deleted. Here is the article with detailed information. You can be confused by the option "Permanently delete" options. Please note that this option should be used to delete entry from this list. It can be useful when machine is not syncing anymore with KES Cloud and there is only entry in the list. To delete this entry you can use …

Advice and Solutions (Forum Knowledgebase) Disclaimer. Read before using materials. Problem Host connected to KES Cloud Disk encryption disabled in profile Encryption error in host properties Workaround Try to create a new security profile (Create a new one, do not copy one of the current profiles) - do not modify the encryption settings in it (leave it in the disabled status), and assign affected device to it. This steps should help to fix the problem. Update: In case you encounter this with server OS, it will be fixed in KES Cloud release 24.9. Another possible cause on Windows Server OS Try to add BitLocker windows…

Advice and Solutions (Forum Knowledgebase) Disclaimer. Read before using materials. Problem When trying to install KES Cloud package, Network Agent installation is completed, but connection to the KES Cloud fails. When checking klnagchk.log we can see this error: Attempting to connect to Administration Server...Transport level error has occurred while connecting to http://*.cloud.kaspersky.com/*:13000: SSL authentication failure, the certificate is invalid or outdated. Solution The most common reason for this is outdated certificate. The certificate can be updated with a re-downloaded package. 1. Uninstall application as des…

Advice and Solutions (Forum Knowledgebase) Disclaimer. Read before using materials. Application of exclusions for KES configured in the KES Cloud environment can differ on Windows Client and Windows Server. If exclusions are set up for all components by selecting checkboxes as shown in the screenshot, then the exclusions will only apply to the component selected by the checkbox. KES behavior may differ on the Windows Client and Windows Server operating systems. To apply exclusions to all components on both the Windows Client and Windows Server operating systems, disable all the checkboxes. To apply the same settings in KES, select the…

Advice and Solutions (Forum Knowledgebase) Disclaimer. Read before using materials. Problem The error message Downloading the distribution package of the device security application. Failed to download the distribution package of the device security application is displayed in the browser after following a new invitation link on the iOS device. Solution Make sure that The new invitation link is used. KESCloud invitation links are one-time-use only on mobile devices. Send the new link. The APNs certificate is added to KESCloud console. Login to KESCloud and open the workspace. Switch to the Getting started tab and scroll down to the Rec…

Advice and Solutions (Forum Knowledgebase) Disclaimer. Read before using materials. Current KESCloud proxy design may be misleading. Proxy detection was disabled in KES for Windows, and it is now exclusively resides in the NAgent (only available in KESCloud version). Proxy settings can be found on a Distributive package section. Proxy behavior is as follows: When checkbox Use proxy server is NOT set, NAgent is working in "autodetect proxy" mode. It will try to get proxy settings from OS. It will ask for credentials once, if password will be changed, new popup asking for credentials will appear. When checkbox Use proxy server is set and settings are …

Advice and Solutions (Forum Knowledgebase) Disclaimer. Read before using materials. Scenario You're using a firewall that is using SSL interception. All required ports were opened as per http://support.kaspersky.com/13326 . On the corporate network, activation fails with "error 6". Off the network, activation is successful. Solution The reason this might not work is that your SSL-intercepting firewall (3rd party) might be attempting to check the validity of the SSL certificate that protects Kaspersky's activation server (activation-v2.kaspersky.com, TCP port 443). In particular, the firewall might be trying to check whether the certificate is revoked. Che…

Advice and Solutions (Forum Knowledgebase) Disclaimer. Read before using materials. How to add second license to the workspace There is no possible way to add second license to KES Cloud. License will be replaced. Kindly merge the license count to one and add it. Email notification about outdated databases There is no separate email notification settings for "database outdated" event. License receiving after installation After installation of KES, device can receive a license even without an owner. License applying can take some time due to the attempt of synchronization with KES Cloud server. Standard sync period is 15 mins. KES …